Responsibilities:
- Manage resources, schedules, financials and adhere to stage gate quality and SDLC control guidelines throughout the full systems development life cycle.
- This also includes management of issues, risks and project change requests to ensure successful and on-time project delivery.
- Contribute to process improvement initiatives as it relates to improving project delivery.
- Communicating to clients and partners aspects of both the product and the implementation at the technical and/or functional level appropriate for the situation.
- Ensure that services are provided, implemented correctly and billed in a timely and accurate manner.
- Service Delivery Manager - Identity & Access Management (IAM)/ Privileged Access Management (PAM) 2
- Serve as point person for the client on Service Delivery issues / escalations and take accountability for remedying any service failures.
- Manage with a focus on profitability and productivity to ensure client satisfaction.
- Monitor accounts for change in solution/product usage, personnel, goals, mission, financial conditions, competitor involvement and other areas that could influence clients ongoing use and/or satisfaction with products and services.
- Working with clients post implementation for user testing, debugging, support and maintenance.
- Managing project scope, schedule, status and documentation.
- Developing and delivering technical training designed to enable/educate customers.
Requirements:
- 8+ years experience in running a managed service or support function
- Able to manage an ops team both onshore/offshore-currently 15+ people
- Familiar with IAM/PAM tools, such as SailPoint, CyberArk, Micro Focus
- Looking for someone to help grow the managed service provision in IAM, so plenty of room for progression - Provide a strategy and plan for how they would achieve this (Ideally as part of application or interview process)
- Must be able to create, policies, procedures, SOPs etc. to integrate service with the client
- Must have experience working with providing services to large global clients (FTSE 250 size)
- Will be required to manage SLA's, targets, response times, reporting, issues with multiple customers.
- Develop, Maintain & Execute a strategy and plan for growing the service
- Excellent communication and soft skills
- Project management/delivery experience (project planning, team management, stakeholder management, scope management, schedule management, quality assurance, etc)
- Detailed understanding of business processes and how they contribute to enterprise risk
*Salary range RM 8000 - 12000 depend on experience
*Hybrid
